topic Re: What's happened to support recently? in Plusnet Feedback

What's happened to support recently?

mapletree — Tue, 12 Nov 2013 09:44:45 GMT

I tried to access support over the weekend. On the phone I got an estimate of 1/2 hour on hold. So I raised a ticket on the web site. It estimates a 48 HOUR delay! I've never seen such long waits, even at weekends. I haven''t had a reply to my ticket yet so it looks like the estimate wasn't inaccurate. Although it's good to see that PN DO give estimates which so many companies don't.

Re: What's happened to support recently?

Oldjim — Tue, 12 Nov 2013 10:26:30 GMT

At a guess - and I am sure I will be jumped all over for this - Plusnet have expanded so much recently that the support staff are really struggling and unfortunately the Sheffield office has run out of space so recruiting extra staff isn't a workable short term solution
So they are opening a new office in Leeds to allow a significant expansion of support personnel.

Re: What's happened to support recently?

mapletree — Tue, 12 Nov 2013 15:58:30 GMT

I guessed it might be something like this but I didn't know PN had grown that much recently. I hope it does grow too fast.

Re: What's happened to support recently?

AltF4 — Tue, 12 Nov 2013 23:30:08 GMT

Service dropping intermittently
Over the WE not too bad [wait on for telephone support 1hr]..gave up
Now - i need t work so a real pita - and drop rate increased ... I dont really care about the weather -- ITS NOT MY PROBLEM -- its PN's and their carrier of choice
Tonight support wait time is 45 mins ,,,
Takes me back to my Tiscali days -which ended badly
Dont expand if you havent got the infrastructure or your renewal rate will drop off a cliff

Re: What's happened to support recently?

Townman — Wed, 13 Nov 2013 09:07:56 GMT

Quote from: AltF4
ITS NOT MY PROBLEM -- its PN's and their carrier of choice

There is no choice to be made here, so there s no point pretending that a poor choice has been made. There is only BTOR who provide the last mile, consequently all ISPs are in the same boat. Much of their (especially rural) infrastructure is knackered and susceptible to wet weather problems, which (forgive the pun) is why PN's call centre is flooded with calls.
In the first instance, just log on to the portal and follow the faults process. If there is a line issue which needs BTOR attendance, you will need to do that anyway, so you might just as well forget trying to contact support and self initiate the fault process.

Re: What's happened to support recently?

Pettitto — Wed, 13 Nov 2013 09:11:28 GMT

Hi AltF4,
I'm sorry to hear that you're having problems with your connection.
It might be worth taking a look through: http://community.plus.net/library/broadband/broadband-faults-guide-i-have-a-fault/ and http://community.plus.net/library/broadband/broadband-faults-guide-frequent-disconnection-fault-dcn/ for support that may be helpful before raising a fault with us.
If there's anything else I can do to help, please do let us know.

Re: What's happened to support recently?

jelv — Thu, 14 Nov 2013 07:40:05 GMT

Quote from: Oldjim
At a guess - and I am sure I will be jumped all over for this - Plusnet have expanded so much recently that the support staff are really struggling and unfortunately the Sheffield office has run out of space so recruiting extra staff isn't a workable short term solution
So they are opening a new office in Leeds to allow a significant expansion of support personnel.

Support is creaking badly and yet still we see Latest Plusnet Unlimited offer reduces price and contract length.
Surely they should be easing back on sales until support can cope!
Today's Dilbert might offer an insight in to what is going on:

Re: What's happened to support recently?

davidj66 — Thu, 14 Nov 2013 08:53:42 GMT

@jelv -I'd forgotten how funny (and true!!!) Dilbert cartoons were

Re: What's happened to support recently?

AltF4 — Fri, 15 Nov 2013 00:04:01 GMT

OK -thats me in the naughty corner ...
In the last week I have gone from uptime of days to hours - nothing has changed here
and again i dont really care about the PN [or their carriers] infrastructure
I had a reasonably solid connection that is now toast, my connection is cycled - not by me - sometimes hourly [and trying to speak to someone has a Q time in excess of an hour]
#1 I am not rural
#2 I am not whinging about an engineer visit
#3 even n he sunny days my connection s flakey

Re: What's happened to support recently?

chrispurvey — Fri, 15 Nov 2013 15:17:42 GMT

Your connection graph doesn't make for good viewing
<img src="http://community.plus.net/visualradius/generated/image13845283028107.png"/>
I'd suggest running through our faults wizard http://faults.plus.net and we'll be able to investigate this further.

Re: What's happened to support recently?

AltF4 — Tue, 26 Nov 2013 00:26:45 GMT

Been OK for a while ... now gone ropey again...plus this evening BT wholesale service info message .
..plus PN helpdesk 40+minute wait to speak to anyone - not good service ...
I am sure you dont care - doesnt stop it being ~~wrong~~ CRAP

Re: What's happened to support recently?

AltF4 — Tue, 26 Nov 2013 00:29:50 GMT

the censored bit is x'C3' R x'C1' P .... if it smells like $h!te looks like ... etc .
PS Oh dear I just dont really care anymore .....

Re: What's happened to support recently?

AltF4 — Tue, 16 Sep 2025 09:39:10 GMT

PPS - sorry i got it SOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOo wrong

Re: What's happened to support recently?

Chris — Tue, 26 Nov 2013 08:54:34 GMT

We're more than happy to help, however Chris gave you the link to the faults checker but we still haven't seen that this has been completed.
Completing the faults checker means you don't need to call in and gives us the information we need to look into the problems you're having.

Re: What's happened to support recently?

AltF4 — Tue, 26 Nov 2013 16:42:08 GMT

Broadband Fault Checker temporarily unavailable

Re: What's happened to support recently?

Pettitto — Tue, 26 Nov 2013 16:47:29 GMT

Hi AltF4,
Really sorry that the Broadband Troubleshooter is unavailable at the moment, we've provided a Service Status here: http://usertools.plus.net/status/archive/1385483577.htm

Re: What's happened to support recently?

AltF4 — Tue, 26 Nov 2013 18:19:00 GMT

My bad timing - but thought I would go through the process as things have been really bad today esp late afternoon
- will try and complete,
It seems to be a general purpose set of steps to get things connected , which I have no problem with - difficult to say if the problem is fixed , when the problem is a random drop out
As the chart Chris put up I was online for 6days early Nov.
The drops seem unconnected with anything happening in the house [ie no in/out phone calls , no devices connecting or leaving the home network]
Anyway I will post back when I have completed the wizard
Thanks for the help

Re: What's happened to support recently?

jetstar — Thu, 28 Nov 2013 22:36:13 GMT

Had to contact Plusnet customer service recently and also noticed long call wait times of 30 - 60 mins and replies to a support ticket can take several days, not what it used to be.

Re: What's happened to support recently?

orbrey — Fri, 29 Nov 2013 09:49:29 GMT

Hi AltF4,
I can see the wizard was started but unfortunately not all questions were answered so it's timed out and the ticket closed - would you mind running through it again please?

Re: What's happened to support recently?

AltF4 — Sat, 07 Dec 2013 23:25:29 GMT

Yes I will - everything was so stable for so long ...well a week or so [maybe 1 or 2 drops a day , sometimes we went for a day or two ...but I can live with that ]
I dont see that the wizard info will add to the sum of knowledge as i firmly believe this is outside my house - but will complete to drive the process
I have just dropped 3 times in a 10 minute period ... and guess what we havent even switched channels on the TV, let alone changed anything else in the house..and to speak to someone on the phone estimated wait of 60Mins - Brilliant Customer services
When I transferred to PN in the summer [there were router troubles I am now on router #3] you rang and in a minute or so there was someone to speak to - not anymore
...there is a lot that is broken and it has now been broken for a while.
Will run the wizard tomorrow and start a new thread
- still amazed at how quickly things have got so bad [and looking at other forum threads I am not alone]